Lumina Datamatics - eCommerce Manager - Operations

a. Client Deliverables and SLA Management:

- Setting up and implementing quality standards.

- Ensure service delivery as per SLAs.

- Conduct regular quality audits and reviews to ensure a superior customer experience.

b. Resource Management:

- Implementing strategies for enhancing team's effectiveness, monitoring their performance and providing feedback on areas of improvement.

- Manage team's performance, duty roster and leave management, performance planning and appraisals.

C. Training, Mentoring and Up-skilling resources:

- Determine training needs of team members and make suitable training interventions to enhance their operational efficiency.

- Instil a culture of continuous learning within the team.

d. Process enhancement/efficiency increase/automation:

- Work continuously towards enhancing existing process thereby increasing efficiencies.

- Continually focus on process enhancements and automation to achieve greater efficiency and deliver value to the Customers and the Company.

- Proven track record in planning and directing the work of a group of individuals, monitoring their work and takes corrective actions whenever necessary

- Should be able to provide guidance to direct reportees, and impart clarity around priorities and goals of the entire team (including Trainer and MIS)

- Managing overall P&L for his/her team(s) :

- Identifying, submitting and concluding on the hiring and/or severance requirements within his/her team(s)

- Working across functions with peers in other groups to ensure collaboration for shared goals

- Define KRA/KPIs for direct/indirect reportees (based on their role within the project)

- Enthusiastic, proactive and self-starter with extraordinary communication skills (verbal & written)

- Ability to Identify and understand customer requirements

- Sensitive towards customer goals and willing to work in tandem with clients and their customers to deliver upon those goals.

- Ability to document and represent the scope and limitation of client tasks

- Should have handled the team of 20-40 individuals while acting as a face of team and SPOC for clients

- Device work-flow based instructions for his/her reportees and implement/monitor the same unto successful delivery

- Eye for detail along with knack for identifying automation opportunities in process

- Ability to work under pressure and deliver under tight deadlines.

- Good mathematical & analytical skills

- Sound awareness of current affairs and future possibilities of Global Ecommerce and Online Marketplace avenues

- Delivery Planning and Routine Team Management is a must

Salary offered: 10-20LPA